CIVILIAN PAY CLERK- HELP DESK

Defense Finance and Accounting Services (DFAS) mission is to lead the DoD in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Telework availability is limited and will only be provided on a rare case-by-case basis during situations where Agency Leadership has determined that telework serves a compelling DoD need.

Major duties

• Duties described below reflect the full performance level GS-06. Duties assigned to an entry grade of GS-04 will be developmental in nature.
• The Civilian Pay Help Desk responds to inbound phone calls from customers with inquiries and requests, courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner.
• Researches employee leave/pay issues based on inquiries that include special pay requests, validating and requesting changes to service computation dates, advising supervisors on overtime requests, and resolving issues regarding debt letters.
• The Help Desk technician’s primary function is to respond to inquiries in an environment involving high customer volume and sensitive content related to the overall entitlements/pay processes.
• Determines eligibility for pay and benefits based on appointment type and pay plan, tour of duty, and location of employment.
• Uses various automated systems and databases to: search records and customer accounts, procedures and guidelines to identify and explain information.

Qualifications

GS-04: One year of generalized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-03) within the federal service, which demonstrates the ability to perform the duties of the position, is required. General Experience is defined as: Progressively responsible clerical, office, or other work that indicates ability to acquire the particular knowledge and skills needed to perform the duties of the position to be filled. GS-05: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-04) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-05: Specialized Experience is defined as: Performing duties that support the processing of financial/accounting transactions using standardized procedures that may include reviewing financial/accounting systems information/documents for accuracy/completeness, inputting financial/accounting information into automated systems, or correcting invalid financial/accounting transactions. GS-06: One year of specialized experience equivalent in level of difficulty and responsibility to that of the next lower grade (GS-05) within the federal service, which demonstrates the ability to perform the duties of the position, is required. GS-06: Specialized experience is defined as: processing a variety of non-routine payroll actions, such as establishing, adjusting and closing payroll accounts; and preparing and balancing a variety of payroll reports. Volunteer Experience: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The Security Designation will vary and dependent upon position and may require a secret clearance or higher. Employment in this position requires a background investigation which may delay starting date. If you are selected and cannot obtain a favorable security determination within a reasonable period of time due to disclosed/undisclosed background issues, the employment offer may be withdrawn. Individuals selected are required to obtain/maintain a favorable security determination to occupy a sensitive position within the agency as a condition of employment. Failure to maintain eligibility to occupy a sensitive position may result in termination. For more information see the security section of Understanding Vacancy Announcements.

Education

Substitution of Education for Specialized Experience is generally not applicable above GS-05 but may be considered if it is directly related to the position being filled. You MUST submit transcripts at the time you apply. GS-04: Two years of education above high school may be substituted to meet the general experience requirement. GS-05: Four years of education above high school in any field may be substituted to meet the specialized experience requirement GS-06: Six months of graduate education may be substituted to meet the specialized experience requirement when it is directly related to the position being filled Equivalent combinations of education and experience may be used to substitute for the specialized experience requirement. Official Transcripts: If the position you are applying for has a positive degree requirement or education forms the basis for qualifications (i.e. you would not qualify without the education obtained), you MUST submit transcripts with your application. Official transcripts are not required at the time of application outside of what is outlined above; however, official transcripts must be verified PRIOR to appointment. An accrediting institution recognized by the U.S. Department of Education must accredit education. Click here to check accreditation. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in a conventional U.S. education program. It is your responsibility to provide such evidence when applying or prior to appointment as outlined above. Qualifying education from colleges and universities in foreign countries must be evaluated in terms of equivalency to that acquired in U.S. colleges and universities. Applicants educated in whole or in part in foreign countries must submit sufficient evidence, including transcripts, to an accredited private organization for an equivalency evaluation of course work and degree. You must provide a copy of the letter containing the results of the equivalency evaluation upon request. Failure to provide such documentation when requested will result in lost consideration. For more information regarding evaluation of foreign education for federal employment, please visit the U.S. Department of Education